High-performance BPO built around your brand.
People first. Always.
We combine South Africa’s best talent with proven BPO excellence to strengthen every customer touchpoint.
What iContact BPO is all about.
An exceptional customer experience.
Enhanced retention. Excellent support. Speedier processing.
Is any one of these on your agenda? How about more than one?
We get it – because iContact BPO is in the business of delivering these objectives.
At iContact BPO we provide the tailored Business Process Outsourcing (BPO) solutions and competitive edge that global organizations need in an uncertain, constantly changing world. This means specialized brands can safeguard brand, culture, and customer experience, with our expert help.
Not all BPO providers are created equal.
The engagement and empathy of iContact BPO’s South African agents is something we have not experienced before – it’s next level. There is constant motivation for agents to excel, go further and do more… We love the way iContact BPO works and their processes and protocols to manage agent engagement, training, retention and quality assurance.
– Coopers of Stortford, UK
iContact BPO
TRANSFORMS
global enterprises.
We do this via BPX: an approach that heroes your Brand, your People and the Customer Xperience.
Our clients…
- Rely on best-in-class CX that aligns with their corporate culture,
- Benefit from specialized customer care, support and sales services,
- Get flexible, scalable solutions that evolve to meet seasonal needs,
- Enjoy exceptional speed to market, via seamless implementation, and
- Trust in solutions that improve compliance, effectiveness and results.
SERVICES
How we help
Customer service & support
Enhance and build your brand by providing stellar customer interactions across multiple platforms. Our outsourced customer care solution leverages journey mapping, persona design, CX metric design and other best-practice models. But all you need to know is that we eat, sleep and breathe your customer needs, wants and preferences.
Strategic customer win-back
Inactive, passive or dis-engaged customers need not be lost to you. In fact, a customer you win back tends to be more loyal than before. iContact BPO can help you re-engage and re-capture up to 90% of ‘lost’ consumers, customers and clients, using targeted, personalized methods that are tried, tested and continuously improved.
Outsourced back office
If admin or operational complexities are forcing you to take your eye off the ball, you can outsource data capturing and management, billing and invoicing, information indexing and archiving, record retrieval, application processing, logistics, HR and/or IT.
Smart first-party collections
Keep finances in check with intelligent, efficient outsourced collection strategies that are customized to meet your needs as a credit provider. Our technology, processes and training are designed to handle high-volume collections on multi-stage debt.
Inbound sales satisfaction
When inbound sales is properly and effectively outsourced, B2C and B2B revenue can go through the roof. Work with iContact BPO to benefit from expertly and intuitively managed cost-per-lead, seamless capturing and efficient processing.
One of the standouts is the quality of the agents who engage with our clients – their empathy and service ethic is next level. The iContact BPO team is well-entrenched as a natural extension of our business, adding time, management, skills, technology, scale, quality, compliance and cost savings, while subtracting risk, volatility and liability…
– CashCo, USA
WHY SOUTH AFRICA?
Business Process Outsourcing to SA makes good business sense, whether your goal is to overcome labor shortages, mitigate risk via geographic diversification, or leverage specific advantages including favorable exchange rates, a neutral accent, convenient time zones, impact sourcing, and a consistent reputation for
top-ranked CX.
“More bottom-line profits”
Global brands and enterprises that outsource to South Africa achieve CX quality that is “18% better” than that of competitor offshore markets, as well as higher first call/contact resolution. This consistently translates into 4-5% more customer retention year-on-year, greater customer lifetime value (CLV) and more bottom-line profits.
– South Africa GBS Investor Handbook, BPESA & Invest SA
Thanks to iContact BPO, we’ve achieved our best CX delivery in years, boosted operational efficiency, enhanced our brand and reputation, built better data and analytics capabilities, and successfully mitigated business continuity risks…
– Zwilling LLC, USA
ARTICLES
The Power of Impact Sourcing: A Social Compact for Growth in South Africa’s BPO Sector
Impact Sourcing demonstrates how business success and social transformation can go hand in hand.
From Orphanage to Opportunity: The Journey of Two Young Men from Rural QwaQwa to SA's Burgeoning BPO Industry
A powerful testament to how impact sourcing can change lives and build thriving careers
Growing US Demand for South African Collections & Recoveries Expertise
US companies are choosing South African AR specialists for cost-effective debt recovery.
iConHire: iContactBPO Expands Services to Include Employer of Record Offering for Global Clients to Access Specialized Management Support Talent
This new offering – iConHire – enables international clients to access specialized skills based in South Africa.
BPO: Leading the Small-Scale Niche Outsourcing Evolution
Distinctive niche by specializing in what most large BPO providers consider too small to bother with: the 10-seat starter BPO model.
Strategic CX Outsourcing in Retail: Balancing Operational Efficiency and Brand Integrity
The retail sector is an incredibly cost-competitive and sensitive environment.
